If being a corporate “sales guy” has taught me anything, it's people notice the little things.
It’s the little things that make you remember the name of the cashier that served you, the waiter that brought over your food and the customer service advisor that helped you over the phone.
The people that stand out in day2day experiences, are the people that take pride in their work. They get a buzz from doing their job well, and enjoy making other people's lives easier. Having worked in a customer service role myself, I know how being kind and thoughtful can make a difference to someone's day. Sometimes going that extra meter is more than enough, you don’t need to always go that extra mile.
I once had a guy on the phone complaining about a booking that he couldn't cancel, the terms and conditions of the booking clearly stated that once reserved no refunds. However, he spent a good 15 minutes complaining about how the terms and conditions were not fair etc, I listened and agreed with some of the points he mentioned (maybe I shouldn’t have) but they were good points. When he finished I asked him would he like me to escalate the complaint for him and to my surprise he replied with a No. He said he just needed to let someone know how he felt, he didn't want to get anyone in trouble and appreciated my patience with the whole thing. He then took my name and told me to have a nice evening.
I barely spoke on the call but just listened and try to see things from his perspective, but later that week I received an email from my manager with a tweet that the customer sent to our social media team thanking me for my service.
People sometimes just need someone to listen, not talk or give advise but just listen!
Even as a customer care advisor I took pride in my work, I would always place myself in the callers shoes and try to envision how I would feel. Which meant I would never give nothing but my best on every call, because I believe in karma and one day I know I’ll be calling needing the same…